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User doesn't get my response when I send an email
I just discovered this tonight. If I respond to a ticket with my email, my response shows up in ostickets but the user never gets an alert that I replied. If I reply using the web form, the user gets the alert that I responded. If they respond to that with email, I get an alert they responded.
So it's only when I respond with email that no alert happens. Any ideas? I checked the settings several times but don't see anything that could be the cause of this.